"Sunday Cellulitis"

About: Kings Cross Hospital NHS 24

(as the patient),

On a Sunday in August, I noticed a redness / swelling on my leg. this started to get hotter / larger and I started to feel unwell. Shivery / aching / Feverish.

I contacted NHS 24 and, resigned myself to a Sunday wait.

I quickly was connected to a call handler, who assessed what was going on. I was put on hold, while the call handler asked for advice from a "Senior Clinician". I was expecting to be told that someone would call me back and be placed in a queue. However they transferred me to a Nurse who asked some more questions around how I was feeling and when I explained I had bad cellulitis previously and, this was very similar, they said that they would like to get me checked out at the Emergency GP.

The Nurse sent my record through to the Out of hours Service here in Tayside. I was called back fairly quickly and asked to go to Kings Cross Hospital, where my leg was assessed by Dr Thomson and, I was prescribed a course of antibiotics.

I was very glad of the care that I received from Both NHS 24 and NHS Tayside Out of hours service and would like to pass on my thanks for the prompt intervention, which no doubt prevented me from ending up back in hospital in IV Antibiotics again.

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Responses

Response from Dawn Orr, Nurse Consultant, Telehealth and Telecare, NHS 24

Dear Dundee 2005,

Thanks for sharing your story on Patient Opinion. I was very sorry to learn of your recent cellulitis and do wish you a speedy and full recovery.

You have described in your story an excellent example of how services work together to ensure the best possible care for patients. This is what we strive to achieve at all times. It is a pleasure to read your positive comments for the staff involved in your care.

From an NHS 24 perspective, it appears that when our service was contacted, our staff recognised your need for further assessment and made the appropriate arrangements for you to be seen at the Out of Hours Centre. I will ensure that your positive feedback is shared more widely within NHS 24 so that our staff can enjoy reading of how your care was then managed in a professional and person-centred manner by our colleagues within the Out of Hours Centre in Tayside. Should you wish to provide any additional detail to NHS 24, then I would be delighted to hear further from you. I can be contacted by email at patientaffairs@nhs24.scot.nhs.uk or by phone on 0141 337 4582.

Thank you again for sharing your very positive comments.

With kind regards

Dawn Orr

Nurse Consultant

Telehealth and Telecare

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Response from Alison Moss, Feedback Manager, NHS Tayside

Dear Dundee 2005

Many thanks for your comments on Patient Opinion regarding your recent experience of NHS24 and NHS Tayside's Out of Hours Service. It is encouraging and rewarding to receive such positive feedback and as my colleague in NHS24 has noted is a great example of our two services working together. I will ensure your comments are passed on to Dr Thomson. Most importantly you received prompt and efficient treatment and I hope your cellulitis is on the mend.

Dr Debbie Murray

Clinical Lead GP, NHS Tayside Out of Hours Service

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